Saturday, October 24, 2020

“Loyalty” Quotes of “Digital Master” Oct. 2020

"Digital Master” is a series of guidebooks (28 + books) to perceive the multi-faceted impact digital is making to the businesses and society, help forward-thinking organizations navigate through the journey in a systematic way, and avoid “rogue digital.”

It perceives the emergent trends of digital leadership, provides advice on how to run a digital organization to unleash its full potential and improve agility, maturity, and provide insight about Change Management. It also instructs the digital workforce on how to shape a game-changing digital mindset and build the right set of digital capabilities to compete for the future. Here is a set of Loyalty” quotes in “Digital Master.”

1 The concept of customer-centricity can be measured by what a company does to improve customer satisfaction and loyalty.

2 Employee Inclusion = Engagement, Innovation, Retention, Loyalty, and Productivity.

3 Customer satisfaction or some aspiration to achieve customer delight is more a vision; it is also about loyalty, delight, experience as lead indicators.

4 A customer doesn't become loyal, just by buying. They become loyal when they have experienced something out of the ordinary.

5 It could have argued that the objective could go into the financial perspective rather than the customer perspective (does the customer care whether you built loyalty - there are customer and company benefits to loyalty), but it makes better sense to the flow of their strategy story to include it, in addition to other customers in the customer perspective.

6 The 'leading measure' is enterprise-wide in nature (doesn't just deal with satisfaction or loyalty) and deals with capabilities and interdependencies in short, medium and long term. This is basically a framework that sits at the center of the business.

7 Loyalty comes from the product or service delivering its intended benefit consistently over time. Customers don't want to have to be interrupted and expend a lot of effort and hassle to have a product or service do what it’s supposed to do.

8 Management needs to always make a fair judgment, look things beyond the surface. Send the message to the team that good work and company loyalty are valued attributes that can be rewarded with greater responsibility when the opportunity presents.


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